question

In a market characterized by vigorous competition, look-alike products and customer loyalty that depends on quality relationships, as well as quality products, the salesperson should fully utilize the:

answer

relationship strategy

question

The ultimate goal of the "marketing concept" is:

answer

customer satisfaction

question

Which of the following statements would not be an application of the marketing concept?

answer

let's speed up production and get these products to customers faster by eliminating the field

question

The term "product" should be broadly interpreted to encompass:

answer

information, services, ideas, and issues

question

The promotion element of a marketing program can be subdivided into the areas of:

answer

sales promotion, public relations, personal selling, and advertising

question

A major reason for the demise of the product solution is the growing number of look-alike products:

answer

true

question

When UPS was first established, founder Jim Casey described the firm's focus as follows:

answer

to render perfect service to our stores and their customers

question

Which of the following statements accurately describes value-added selling?

answer

the value added by salespeople today is increasingly derived from intangibles

question

Business firms vary in terms of how strongly they support the marketing concept:

answer

true

question

When a marketer decides to adopt partnering, emphasis will be placed on:

answer

the customer

question

Psychic income in selling refers to which of the following?

answer

job recognition afforded sales personnel

question

Which of the following statements regarding personal selling in the financial services industry is accurate?

answer

banks, brokerage firms, and other financial service businesses are branching out, selling a broader range of financial planning and investment services

question

All of the following describe a category of sales personnel in the field of manufacturing except:

answer

rack jobber

question

Retail products do not usually provide full-time personal selling opportunities:

answer

false

question

Which of the following statements accurately describes a career in selling?

answer

Salespeople have numerous opportunities to advance to middle-management ranks

question

Many businesses rely heavily on media sales personnel for help in developing effective advertising:

answer

true

question

Many salespeople are returning to the classroom to earn certification in a sales or sales-related area:

answer

true

question

The growth rate for service companies continues to be much higher than the growth rate for companies that are product-led:

answer

true

question

The primary goal of a detail salesperson is to develop goodwill and stimulate demand for products:

answer

true

question

Which of the following statements most accurately describes the status of sales training and sales force development in America?

answer

salespeople are among the most intensely trained employee groups

question

The rules on how to dress in the business community are:

answer

subject to some general guidelines

question

Which three key words should govern our decisions when selecting a wardrobe for sales work?

answer

simplicity, appropriateness and quality

question

Research in the field of communication reveals that:

answer

words play a surprisingly small role in the communication process

question

________ is shaped by the attitudes, feelings, and other thoughts you have about your-self that influences the way you relate to others:

answer

self-image

question

You can increase your emotional intelligence with the aid of all the following self-improvement activities EXCEPT:

answer

keeping physically fit

question

If you want to identify the inner feelings of another person, watch facial expressions closely"

answer

true

question

All of the following are considered elements of nonverbal communication EXCEPT:

answer

choice of words to communicate facts and figures

question

It is important that salespeople build and maintain relationships with four groups:

answer

management personnel, company support staff, secondary decision makers, and customers

question

Ideally, the relationship strategy should be tailored to the type of customer you are working with:

answer

true

question

Which of the following would be considered secondary decision-makers?

answer

the personal secretary who works for an established customer

question

Adapting to the customer's preferred communication style can enhance sales performance:

answer

true

question

Persons who fall into zone two display their unique behavior characteristics with less intensity than in zone one:

answer

false

question

The zones in the communication-style model might be thought of as "intensity zones":

answer

true

question

When we move into the excess zone, all but which one of the following usually happens?

answer

style flexing increases

question

Which of the following statements regarding communications-style bias is true?

answer

It is often difficult to explain the symptoms that accompany communication-style bias.

question

The words "aloof" and "stuffy" describe the ________ side of the ________ style.

answer

immature; reflective

question

In a selling situation, the Reflective customer wants plenty of facts presented as rapidly as possible:

answer

false

question

If your customer's most preferred communication style is Director, you should keep the relationship as businesslike as possible:

answer

true

question

A customer high in sociability tends to communicate in an ordered and measured manner:

answer

false

question

Communication style is an important aspect of our personality:

answer

true

question

A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services:

answer

true

question

Which of the following is NOT a general guideline that serves as a foundation for a personal code of business ethics?

answer

your values should not be in conflict with those of your employer

question

The practice of reciprocity:

answer

is illegal when one company pressures another company to join an agreement

question

Which statement best reflects the "Responsibility to Clients" section of NASP's Standards of Professional Conduct?

answer

I will act in the best interest of my clients

question

Harold Timmons is in a position to close a large sale if he conceals certain information that the customer needs to make an intelligent buyer decision. His sales manager encourages him to withhold the information and says, "You will not be breaking any law." In this case, the salesperson must be guided by the following ethical guideline:

answer

a salesperson's ethical sense must extend beyond the legal definition of what is right and wrong

question

If you are not breaking the law, then you are acting in an ethical manner:

answer

false

question

Which of the following is a true statement regarding the relationship between attitudes, behavior and values?

answer

values influence attitudes, which in turn influence behavior

question

Many business organizations, professional associations and certification agencies have established written codes of ethics:

answer

true

question

The primary focus of trust in transactional sales is trust in the person who sells the product:

answer

false

question

According to the author of Integrity Selling, which of the following statements about values is true?

answer

a salesperson's values contribute more to sales success than do techniques

question

In terms of product knowledge, a salesperson:

answer

cannot, generally, know too much about the products they sell

question

Ray Fernndez is a sales representative employed by Computer Resources, a computer supplier that develops customer solutions that combine computer hardware, software, installation and training. When he brings together many parts of the company's product mix in order to develop a customized customer solution, this is referred to as:

answer

developing a product configuration

question

Throughout the sales presentation, it is usually best to:

answer

avoid shifting the focus of attention away from your product to competing products

question

Which of the following statements regarding product benefits is true?

answer

a benefit provides the customer with personal advantage or gain

question

Which of the following statements about the sources of product knowledge is FALSE?

answer

plant tours would be of little value to people in retail and service selling

question

Which of the following is an example of a bridge statement?

answer

"we have trained services technicians, which means you will experience less downtime"

question

A successful Product Strategy should be:

answer

tailored to the customer's buying needs

question

Salespeople who can develop a sales proposal that contains specific information on return on investment are more likely to get a favorable response from key decision makers:

answer

true

question

A general benefit shows how a feature can be helpful to a buyer, but it does not relate to a specific need expressed by the buyer:

answer

true

question

A manufacturer tests, modifies, and retests an original idea several times before it is offered to the consumer. This process is called:

answer

product development

question

Value creation during the transactional sale is considerable:

answer

false

question

In order to bring the Walker Hotel and Convention Center up to industry standards, each guest room was redecorated with new wallpaper, drapes, carpeting, mattresses and sofas. Mallanie Simms, sales manager for the Center, has recommended that guest rooms be upgraded with the addition of wide desks, voice mail, fax machines and 24-hour room service. From the viewpoint of most business travelers, these changes would result in the creation of a(n):

answer

value-added product

question

In most cases, the same sales strategy is used to sell a new and emerging product as a mature, well-established product:

answer

false

question

One consequence of using low-price tactics will often be lower profits:

answer

true

question

When setting professional fees, all of the following are points to consider EXCEPT:

answer

product life cycle

question

There are five service-quality dimensions. Three of them include:

answer

reliability, responsiveness and empathy

question

Value creation investments are the highest in:

answer

strategic alliance sales

question

Which of the following statements about pricing policies is FALSE?

answer

the ability to offer the lowest price is usually the most critical factor in the sale of products and services.

question

The generic is the basic, substantive product you are selling:

answer

true

question

When doing business in India, outsiders should remember that:

answer

Indian buyers seek quality and durability

question

In order for a customer to arrive at a buying decision the salesperson should present the product according to:

answer

the individual customer's needs

question

Which type of selling appeals to buyers who prefer to purchase a packaged solution to a problem from a single seller, thus avoiding all the separate decisions involved in a complex buying situation?

answer

systems selling

question

One difference between organizational and consumer buyers is that organizational buyers' purchases are made for some purpose other than personal consumption:

answer

true

question

When a teenage girl asks her best friends for their opinions on a career opportunity, she is most likely seeking support from her ________ group:

answer

reference

question

Patronage buying motives are particularly important when product offerings from several companies are very similar:

answer

true

question

Systems selling appeals to buyers who prefer to purchase individual products from a variety of sellers:

answer

false

question

Which buyer behavior theory focuses the salesperson's attention on five important factors that the customer is likely to consider before making a purchase?

answer

buyer-resolution theory

question

Which of the following statements about social class is true?

answer

social class is determined by a combination of factors such as income, education, occupation, and accumulated wealth

question

At which stage in the typical buying process is the customer aware of a need and has evaluated one or more solutions with the resolve to do something but may have obstacles or concerns to contend with?

answer

resolution of problems

question

According to Abraham Maslow, self-fulfillment (a full tapping of one's potential) is achieved throughout satisfaction of the ________ needs:

answer

self-actualization

question

Which of the following is a true statement regarding prospecting?

answer

a salesperson cannot afford to spend time calling on persons who are not legitimate prospects

question

The goal of prospecting is to build a prospect base made up of current and potential customers:

answer

true

question

The Mackay 66 is set up so that each salesperson has 66 prospective customers on their prospect "Ferris Wheel":

answer

false

question

The process of qualifying prospects includes answering all of the following questions EXCEPT:

answer

is this the senior executive?

question

Persons skilled in networking have learned that it is a good idea to conduct business while networking:

answer

false

question

Which one of the following publications would be a good source of information on prospects if you were involved in the sale of products in the international market?

answer

data reports published by U.S. and Foreign Commercial Service

question

The procedure used to determine which customers and prospects to visit during a certain period of time is called:

answer

routing

question

Qualifying is the process of identifying prospects who should be visited:

answer

true

question

A major barrier to prospecting is time. Therefore, salespeople should:

answer

integrate some prospect identification with regular selling duties

question

When a salesperson asks a customer to prepare a note or letter of introduction that can be delivered to the potential customer, this person is using which prospecting method?

answer

referral

Midterm Practice (Chapters 1-9) – Flashcards

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